Job Description

Under supervision and direction of the Project Director, implement total quality management procedures and changes within the case management, enrollment, and customer services units

Implement and provide change management when changes to policy / procedure occur

Manages communication and coordination of case management, enrollment and customer service

Provide leadership to staff and collaborate with Department Heads to enhance services, quality and performance

Participate or lead outreach activities

Oversee timely and accurate reporting of operations metrics for Project Director 

Build business process expertise within the team and develop best practices

Coordinates service delivery for Refuge Cash Assistance program (if required)

Compiles information and data for completion of quarterly reports  

Effectively collaborate with departments for program development and information dissemination 

Provide leadership, support, and guidance to staff, partners and operations across all Company Regions

Other duties as assigned